Computer self-support management

ABSTRACT

A computer based technique for providing a list of selectable computer solutions in a self-support environment. The technique includes sending a computer solution to the client computer in response to a request from the client computer for the computer solution from the list. The computer solution includes at least an automated solution.

TECHNICAL FIELD

[0001] This invention relates to computer self-support management.

BACKGROUND

[0002] A typical enterprise may have a large number of computersdistributed over wide geographic areas spanning across different citiesor countries. The enterprise may provide support services and employsupport personnel to handle computer related problems experienced byusers and their computers. Support services may include, for example,providing several employees at each office location to assist withtechnical issues, especially hardware related where hands-on assistanceis often required. Other personnel may be responsible for handlingtelephone technical support.

[0003] However, providing support services and personnel to handlecomputer problems during all periods may be costly and ineffective. Forexample, an enterprise may find it too costly to provide supportpersonnel during non-working business hours. A user who encounters acomputer problem during non-working business hours may have to waituntil normal business hours to have the problem resolved. As a result,user productivity may be negatively impacted if many users encounter thesame problem and have to wait until support personnel attend to theproblem.

SUMMARY

[0004] In one implementation, a first aspect of the invention includestechniques for providing a list of selectable computer solutions in aself-support environment. The solutions includes at least an automatedsolution. The techniques include sending a computer solution to theclient computer in response to receiving a request from the clientcomputer for the computer solution from the list.

[0005] The aforesaid techniques may include providing incentives for aclient computer to utilize the list. The incentive may include awardingpoints to the client computer for at least one of accessing theself-support environment, searching for a computer solution from thelist, requesting a computer solution from the list, forwarding acomputer solution to another client computer, answering questionsprovided by the self-support environment, providing feedback related tothe success of the requested computer solution, and awarding a clientcomputer with a prize for having a predetermined number points comparedto another client computer.

[0006] The aforesaid technique also may include a computer solutionhaving at least an automated solution and an instructional solution forperforming a function on the client computer. The computer solution mayinclude at least an industry standard solution and an enterprisespecific solution. The list may be based on issues identified in theself-support environment.

[0007] The techniques also may include providing a short list ofrelevant computer solutions derived from the list and providing a listof computer solutions based on the location of the computer, wherein thelocation includes a geographic location. The usage of the self-supportenvironment can be tracked based on a response from the client computerindicating the success of the requested computer solution. Self-supportpersonnel can be notified based on a response from the client computerindicating the success of the requested computer solution.

[0008] The techniques also may include sending to the client computerreal time network resource information, wherein the network resource mayincludes at least an electronic mail server and a network associatedwith the computer. The client computer also can be send supportpersonnel contact information based on the location of the clientcomputer. Contact information may include a telephone number and anelectronic mail address. The client computer can be sent helpinformation explaining the self-support environment. Such informationmay include at least text information, audio information, and videoinformation.

[0009] In a second aspect, the invention provides an apparatus adaptedto perform the methods disclosed in the first aspect.

[0010] In a third aspect, the invention provides an article comprising acomputer-readable medium that stores computer executable instructionsfor causing a computer to perform the methods disclosed in the firstaspect.

[0011] In a fourth aspect, the invention provides a method that includesproviding an incentive for a client computer to utilize a self-supportenvironment.

[0012] The method of the fourth aspect may include processing a requestfrom the client computer for a computer solution from a list ofselectable computer solutions, wherein at least one of the solutions isan automated solution. The incentive may include awarding points to theclient computer for at least one of searching for a computer solutionfrom the list, requesting a computer solution from the list, forwardinga computer solution to another client computer, and providing feedbackrelated to the success of the requested computer solution.

[0013] The incentive also may include awarding points to the clientcomputer for at least one of accessing the self-support environment,answering questions provided by the self-support environment, andawarding a prize to a client computer having a predetermined number ofpoints compared to another client computer.

[0014] In a fifth aspect, the invention provides an apparatus adapted toperform the methods disclosed in the fourth aspect.

[0015] In a sixth aspect, the invention provides an article comprising acomputer-readable medium that stores computer executable instructionsfor causing a computer to perform the methods disclosed in the fourthaspect.

[0016] In various implementations, the invention may provide one or moreof the following advantages. The self-support system is capable ofproviding computer support solutions, which can be used alone, or incombination with current support services and personnel based on theneeds of the enterprise. The system encourages users to access thesystem by providing incentives including awarding points to users whoaccess the system. The system may provide customized support informationsuch as computer solutions and contact information based on the locationof the user. The system can provide status information of networkresources associated with the user so as help the user be constantlyaware of the status.

[0017] These features may help reduce user requests for information andassistance from support personnel because relevant information isautomatically available. As a result, the cost of providing computersupport in an enterprise may be reduced because users may be encouragedto use these automated features instead of contacting support personnel.Moreover, user productivity may increase because users may be moreinclined to use these features to resolve a computer problem whensupport personnel may not be available to resolve the problem.

[0018] The details of one or more embodiments of the invention are setforth in the accompanying drawings and the description below. Otherfeatures, objects, and advantages of the invention will be apparent fromthe description and drawings, and from the claims.

DESCRIPTION OF DRAWINGS

[0019]FIG. 1 is a simplified block diagram of a self-support computermanagement system in an enterprise according to an implementation of theinvention.

[0020]FIG. 2 is a detailed block diagram of a self-support module in aself-support system according to an implementation of the invention.

[0021]FIG. 3 is a flow chart of a self-support process according to animplementation of the invention.

[0022] Like reference symbols in the various drawings indicate likeelements.

DETAILED DESCRIPTION

[0023]FIG. 1 is a simplified block diagram of a self-support computermanagement system 10 in a self-support environment according to animplementation of the invention. The management system 10 includes aself-support server 14 that users can access using client computers 18 athrough 18 n over a network 12. The server 14 can include a processor 13for executing a self-support program 16 and processing data stored inmemory 15. The self-support program 16 provides self-supportfunctionality to users and handles requests for computer solutions 17from the user. Computer solutions 17 may include programs andinstructions related to computer problems that can be downloaded to theclient computers 18 a through 18 n. Computer solutions 17 can be storedon the server in local storage as part of a database or on anotherserver.

[0024] In one embodiment, the self-support program 16 can providefunctionality such as, for example, access to computer solutions 17 in aself-support environment, incentives for utilizing the computersolutions 17, contact information of support personal who can provideadditional assistance, network status information related to networkresources such as the electronic mail (Email) server and networks, andhelp information for explaining the different aspects of theself-support functionality. Although the self-support server 14 may beused in an enterprise environment spanning geographic locations andorganizational structures, the server can be used in other environmentsas well such as in a small business computing environment, as part of anorganization (e.g. marketing department), or other environments.

[0025] The server 14 can deliver this functionality in the form of webpages using formats such as, for example, hypertext markup language(HTML), extensible markup language (XML), or other formats. The server14 can include a common gateway interface (CGI) program for handling webpage requests from the client computers 18 a through 18 n. Theself-support server 14 can be configured to operate in a client/serversystem which may include client and server computers communicating overthe network 12 using a protocol such as hypertext protocol (HTTP). Anexample of a network 12 can include a wired or wireless network such asthe Internet, the World Wide Web, or other network. In addition toself-support program 16, the server 14 can include other programs suchas an operating system, application programs, and device drivers.

[0026] A client computer, such as computer 18 a, can include one or morecomputing devices such as, for example, a personal computer (PC), apersonal digital assistant (PDA), or other computing devices capable ofexecuting a web browser 20 a. The web browser 20 a is a program that canview web pages sent by the server 14. The client computer 18 a canaccess the web pages from the server 14 using access techniques such assending requests for web pages using HTTP, a uniform resource locator(URL) associated with the web page, or other techniques.

[0027] The self-support server 14 can be configured to communicate withsupport servers including a structured query language (SQL) server 22,an active directory (AD) server 26, a network resources server 28, andan Email server 30. The server 14 can communicate with these supportservers using HTTP communication means such as wireless, wired, or othercommunication means. Moreover, the functionality of the support servers(22, 26, 28, and 30) can be integrated with the server 14 or distributedamong one or more computers.

[0028] The SQL server 22 can include one or more computers having one ormore programs for processing a database. The database can handle userdata including client records 22 a through 22 n for client computers 18a through 18 n respectively. For example, a client record can be used tostore information such as personnel information including a personalnumber identifying a user, password, location information associatedwith the client computer, incentive information such as number of pointsthat the client computer has been awarded for accessing the features ofthe server 14, the number and type of computer solutions 17 accessed, orother information.

[0029] The AD server 26 can include one or more computers configured asa centralized and standardized system that can automate networkmanagement of user data, security and distributed resources, and canenable interoperation with directories in other systems. For example,the AD server 26 can contain a record for each user in a network. Theserver 26 can verify user information, such as a username and password,received from the user by comparing received information with userinformation stored in the user record on the server.

[0030] The network resources server 28 can include one or more computerscapable of maintaining status information of shared network resourcessuch as, for example, an Email server, a network associated with theclient computer 18 a in an enterprise, or other resources. The clientcomputer 18 a in one location of the enterprise may be associated withnetwork resources that may be different than network resources assignedto another client computer in a different location of the enterprise.The self-support server 14 can request status information from theserver 28 and then forward this information to the client computer 18 ain the form of a web page. These features may help reduce user requestsfor status information from support personnel because this informationmay be automatically provided to the user.

[0031] The Email server 30 can include one or more computers havingprograms configured to handle Email messages for the client computer 18a. Email is one of the protocols in the transport controlprotocol/Internet protocol (TCP/IP) suite of protocols. In oneembodiment, the Email server 30 can send Email messages using a protocolsuch as simple mail transfer protocol (SMTP) or other protocol. Theserver 30 can receive Email messages using a protocol such as postoffice protocol 3 (POP3), Internet message access protocol (IMAP), orother protocol.

[0032] Although not shown, the self-support system 10 can providesupport personnel access to the system 10 using computers coupled to theserver 14. Support personnel can provide services such as localtechnology services (LTS), help desk services (HDS), or other services.LTS services may include having several employees at each officelocation to assist with technical issues, especially hardware relatedwhere hands-on assistance is often required. HDS services may includeproviding personnel responsible for handling telephone technicalsupport. The functionality of the self-support server 14 can be providedalone or in combination with support services and personnel.

[0033]FIG. 2 is a detailed block diagram of the self-support program 16according to an implementation of the invention. The self-supportprogram 16 can include program modules containing software instructionsfor implementing the functionality of the self-support system 10. Suchfunctionality includes, in one embodiment, an authentication module 16a, a computer solutions module 16 b, an incentives module 16 c, aself-support personnel contact module 16 d, a network resource statusmodule 16 e, a question/answer module 16 f, and a help informationmodule 16 g.

[0034] The authentication module 16 a may be responsible for determiningwhether a client computer, such as computer 18 a, is authorized toaccess the functionality provided by the self-support system 10. In oneembodiment, the module 16 a may be a program that provides a “login” webpage that may permit the user associated with the client computer 18 ato gain access to the self-support system 10. The user may attempt toaccess the system 10 by entering access information such as a usernameand password onto the “login” web page. The server 14 receives thisaccess information and forwards it to the AD server 26 where it may beverified. If the user is not authorized to access the system 10, theserver 14 can send the user an “access denied” web page with a messageindicating that access has been denied.

[0035] On the other hand, if the user is authorized to access the system10, the server 14 retrieves from the AD server 26 user information suchas the user's name, location information, personnel number identifyingthe user, or other information. The server 14 can use this informationto personalize web pages sent to the client computer 18 a. The server 14updates the client record 24 a on the SQL server 22 with the retrieveduser information associated with the client computer 18 a. As part ofthe incentives module 16 c described in further detail below, the usermay be awarded a predetermined number of points for accessing featuresof the program 16. Once the user has been authorized to access theserver 14, the user may be redirected to a “home” web page which mayprovide access to some or all of the functionality of the program 16.The “home” page can include standard display objects such as hyper linksto other web pages containing additional support related information.

[0036] The computer solutions module 16 b can be, in one embodiment, oneor more programs that can maintain computer solutions 17 on the server14 and process requests for the computer solutions. The computersolution 17 can include solutions for performing a function on theclient computer 18 a, such as automated solution, an instructionalsolution, or other solution.

[0037] An automated solution refers to a script program created in aprogram language, such as visual basic (VB) or other language, which mayinclude software instructions for performing a function on the clientcomputer 18 a. The automated solution communicates with other programs,such as an operating system and application programs, residing on theclient computer 18 a to perform its tasks. An automated solution canautomatically perform functions on the client computer 18 a such as, forexample, clean a hard drive, delete temporary files, change systemsettings, install printer drivers, or other functions. Although theautomated solution may perform these functions automatically, thesolution may provide prompts to the user to for additional information.For example, a function that cleans a hard drive on the client computer18 a may prompt the user with a question asking which hard drive shouldbe cleaned.

[0038] On the other hand, an instructional solution may providestep-by-step instructions for performing a function on the clientcomputer 18 a. For example, an instructional solution can provideinstructions on how to free up hard drive space, change an Emailsignature to conform to a company standard, detect and repair diskerrors, or other instructions related to the client computer 18 a.

[0039] The computer solution 17 also can include an industry standardsolution as well as an enterprise specific solution. An industrystandard solution refers to an automated or an instructional solutiondirected to a standard application such as an operating system, wordprocessor, spreadsheet, Email program, other standard application. Inaddition, a standard solution may include instructions on how to usefeatures in standard applications such as, for example, how to use amathematical function to count objects in a spreadsheet program, how toadd a web page to “favorites” menu in a web browser, or other features.On the other hand, an enterprise specific solution refers to a solutionthat may have been tailored to the needs of the enterprise. Examples mayinclude instructions on how to perform tasks such as how to use a timeentry program, how to establish a dialup networking connection, how toconnect to a particular printer, or other tasks that are specific to theenterprise.

[0040] The computer solutions module 16 b can generate a list ofselectable computer solutions and deliver the list to the clientcomputer 18 a over the network 12. In one embodiment, the module 16 bcreates a “solutions index” based on the computer solutions 17 stored onthe server 14. The “solutions index” can be stored in the SQL server 22for subsequent retrieval. The “solutions index” can be created using anindexing means such as a search engine, an indexing function/service ofan operating system, or other indexing means. The module 16 b can usethe “solutions index” to search for and retrieve a computer solution 17requested by the client computer 18 a.

[0041] The client computer 18 a can request a solution 17 by forming aquery directed to a computer problem experienced by the user. The querycan be entered in a standard “search” box as part of a web page sent bythe module 16 b. The module 16 b receives the query and processes thequery by retrieving and searching the “solutions index” for one or moresolutions based on contents of the query. The module 16 b can send theclient computer 18 a a “solutions” web page that includes a list ofcomputer solutions from the “solutions index” that matches the query.The user can then select one or more solutions from the list and sendthe selection to the server 14. In response, the server 16 b retrievesthe solution from the server 14 and downloads it to the client computer18 a for execution on the computer. In one embodiment, “hyper links” canbe used to reference the computer solutions 17.

[0042] The query can be formed using a natural language search textstring. The user can narrow the search by defining the problem or issuefacing the user. For example, the user can provide information such asthe type of application experiencing a problem, the task the user isattempting to accomplish with the application, an error message thatappears when using the application, or other information. Thus, the usercan provide information to conduct a search for a problem similar to theinformation required when seeking assistance from support personnel.However, using these features of the self-support program 16 may be morecost effective than contacting support personnel.

[0043] The computer solutions module 16 b can provide a complete list ofcomputer solutions to the client computer 18 a. In one embodiment, themodule 16 b can provide a web page containing the complete list as wellas a means to search or browse the list. The complete list can be ahierarchical structure grouping the solutions according to categoriessuch as hardware, software, or other categories. This may allow the userto view or browse all the categories of solutions and select a solutionthat matches the problem or question facing the user. As discussedabove, the module 16 b processes the request for the selected solutionby retrieving it from the server 14 and sending it to the user forsubsequent execution on the client computer 18 a.

[0044] The list of computer solutions can be based on issues affectingthe enterprise or the support environment. For example, computer supportpersonnel, such as a system administrator or help desk representative,may receive complaints related to computer problem experienced by users.The support personnel may decide to create a computer solutionaddressing the complaint based on factors such as the volume of thecomplaints, the nature of the complaints, as well as other factors. Thesupport personnel can then generate a “hot topics” web page describing aproblem recently experienced by users in the enterprise. The web pagecan contain formation related to the problem as well as a hyperlink to acomputer solution 17 for resolving the problem. In this way, users inthe enterprise may resolve a problem by requesting a computer solution17 instead of contacting support personnel. The cost of an automatedcomputer solution may be lower than the cost of having support personnelhandle the same problem. As a result, the cost of providing computersupport in an enterprise may be reduced.

[0045] The computer solutions module 16 b can create a computer solutionas a result of the distribution of a new version of a program to usersin an enterprise. For example, the marketing department in theenterprise may contact support personnel to notify them that they intendto distribute a new version of a customer contact program. The programmay require an explanation on how to use a new feature of the program.The support personnel can then collaborate with marketing departmentpersonnel to create an instructional type of computer solution thatprovides step-by-step instructions on how to use the new feature beforethe program is distributed. The module 16 b can post a link to thecomputer solution 17 on the “hot topics” web page described above which,in combination with incentives for using the solution, may encourageusers to request the computer solution 17 instead of contacting supportpersonnel.

[0046] In another embodiment, the computer solutions module 16 b canprovide a short list of relevant computer solutions derived from thelist of computer solutions. For example, support personnel can use themodule to create a “top ten” web page listing the top ten computersolutions to computer problems based on factors such as recentoccurrences of a computer problem identified by support personnel, adistribution of a new program or a new version of program, or otherfactors.

[0047] The list of computer solutions sent to the client computer 18 acan be customized based on the location of the client computer. Thelocation of the client computer 18 a can include, for example, thegeographic location of the client computer, the organizational locationof the client computer within the enterprise, or other location. Forexample, a user in the marketing department of the European division ofa global company may receive a list of computer solutions based on thelocation of the client computer within the organization (e.g. themarketing department) and the geographic location of the client computer(e.g. Europe). As a result, the module 16 b provides a customized listof computer solutions that may be most relevant to the user.

[0048] The computer solutions module 16 b can provide a feature to allowthe user to provide feedback indicating the success of the requestedcomputer solution. For example, the module 16 b can provide a “callback” web page which can be sent to the user after the user hasrequested or executed a computer solution 17. The web page can promptthe user to provide information related to the computer solution suchas, for example, whether the solution resolved the problem experiencedby the user. This feature may permit the server 14 to track the usage ofthe self-support environment including trends related to the computerproblems, success rate of the computer solutions, or other trends. Thismay allow support personal to determine whether the computer solution 17is adequate or whether the solution should be modified. Moreover, the“call back” page may provide the user the ability to request and notifysupport personnel that the user requires additional assistance inresolving the problem. As part of the incentives module 16 c, the usermay be awarded a predetermined number of points for providing feedbackregarding the computer solution 17.

[0049] The computer solutions module 16 b also may allow the clientcomputer 18 a to forward a computer solution 17 to another the clientcomputer in the enterprise. For example, the module 16 b may present a“Email” web page to the client computer 18 a allowing the user tospecify the computer solution the user wishes to send to another user.The Email address of the users may be selected from a list of existingEmail addresses or the user can enter the Email address of the user intoa field on the web page. As part of the incentives module 16 c, the usersending an Email message as well as the user receiving the Email messagemay be awarded a predetermined number of points for accessing andsharing the computer solution 17.

[0050] The incentives module 16 c may provide the client computer 18 awith incentives for using different features of the self-support program16. For example, the module 16 c can send an “incentives” web page tothe client computer 18 a with information such as how incentivesoperate, how points are awarded, the number of points the user hasaccumulated during a period of time, or other information. Incentivesmay including awarding points each time the user is engaged in activitysuch as searching for a computer solution from the list, requesting acomputer solution from the list, forwarding a computer solution toanother client computer, answering questions provided by theself-support environment, providing feedback related to the success ofthe requested computer solution, or other activity.

[0051] The module 16 c keeps track of the total number of pointsaccumulated by a client computer during a period of time. For example,the module 16 c may update the client record 24 a associated with clientcomputer 18 a with a predetermined number of points each time the useris involved in predefined activity. At a particular point in time, suchas at the end of the month, a prize may be awarded to a user who hasaccumulated a predetermined number points compared to a threshold or toanother client computer. By providing incentives, users may beencouraged to use the self-support system 10 for solutions to computerrelated problems instead of contacting support personnel. This may helpreduce the cost of providing technical support to users and theircomputers in an enterprise.

[0052] The self-support personnel contact module 16 d provides contactinformation of support personnel based on the location of the clientcomputer 18 a. The contact information can include, for example, atelephone number, an electronic mail address, or other contactinformation of support personnel. For example, a client computer locatedin Europe may be provided a “contact” web page that contains supportcontact information of support personnel located in Europe. In a globalenterprise, a client computer located in Europe may have a computingenvironment that may be different than the computing environment of aclient computer located in North America. Thus, the support personnellocated in Europe may be more effective in resolving the user problembecause they may be familiar with the client computer's computingenvironment such as computer problems encountered and applicablesolutions than support personnel located in North America.

[0053] The network resource status module 16 e may be capable ofmanaging information related to network resources in the enterprise. Thenetwork resource may include, for example, an Email server, a network,or other network resources associated with a client computer. The module16 e may be configured to periodically receive status information andforward this information to client computers in the enterprise insubstantially real time. For example, the client computer 18 a mayreceive an “outage” web page providing status information of a networkand an Email server associated with the client computer. The statusinformation can be periodically updated by the module 16 e and theinformation may be in a format that is easily recognizable to the user.The information can include the name of the resource (e.g. device name,device type), outage time information (e.g. time an outage occurred andexpected time of recovery), location (e.g. country, region, city), andseverity level (e.g. severe, warning). These features may reduce theneed for a user to contact support personnel to determine the status ofa network resource because the user is provided with this informationautomatically and in substantially real-time.

[0054] The question/answer module 16 f may provide a user with a“trivia” web page that offers information such as trivia and technologyrelated facts. The user may able to test his/her knowledge, and in someembodiments, compare this knowledge to other users. The module 16 f canoffer the information in a format such as multiple-choice,informational, question/answer, or a combination of other formats. Forexample, a multiple-choice format may allow the user to choose an answerfrom among one or more options. An informational format may include astatement to convey a message or a fact. A yes/no format, as the nameimplies, may allow the user to respond with a “yes” or “no” to astatement or question. The information can be updated on a periodicbasis such as daily. As part of the incentives module 16 c, the user maybe awarded a predetermined number of points for accessing this feature.

[0055] The help information module 16 g may provide the client computer18 a with information, such as, a description of the features of theself-support environment as well as how to use these features. Forexample, the module 16 g can provide this help information using a“help” web page the may deliver the information in formats such as text,audio, video, a combination of these formats or other formats.

[0056]FIG. 3 is a flow chart of a self-support process according to animplementation of the invention. To illustrate the process, in anexample scenario, a user may experience a computer related problem in anenterprise and desires to access the functionality of the self-supportprogram 16 to resolve the problem. The user attempts to access (i.e.login) the server 14 using the client computer 18 a by sending accessinformation to the server. As described above, the authentication module16 a receives the access information and determines whether the user isauthorized to access the server 14.

[0057] If the user is authorized to access the server 14, the supportprogram 16 sends the user a web page which may enable the user to entera query with search criteria directed to the computer related problem.The support program 16 receives the query (block 100) and searches apreviously created “solution index” for computer solutions that maymatch the search criteria.

[0058] If a match is found, the server program 16 can provide (block102) the user a list of selectable computer solutions 17. The list canbe sent using a web page and can include references (links) to computersolutions such as an automated solution, an instructional solution,industry standard solution, enterprise specific solution, a customizedsolution based on the location of the user, or other solution.

[0059] The support program 16 determines (block 104) whether the userhas selected a computer solution from the list. If the user does notmake a selection, then the program 16 continues to monitor for a requestor returns to the beginning of the process (block 100) in anticipationof a new query. On the other hand, if the user has selected a solutionfrom the list, the user sends the server 14 a response that identifiesthe selected solution.

[0060] Once the server 14 receives the response, the program retrievesthe selected solution from the server 14 and sends (block 106) thesolution to the user. The user can then, based on the type of computersolution, execute the solution (program solution) or follow instructions(instructional solution) to resolve the problem.

[0061] The support program 16 provides (block 108) incentives for theuser of a client computer to utilize the self-support environment. Forexample, the incentives module 16 c may award points to the user foraccessing features of the program 16 such as requesting a computersolution from the list.

[0062] Once the user has executed the selected computer solution, thesupport program 16 determines (block 110) whether the user has providedfeedback related to the selected computer solution. The feedbackresponse can include information indicating the success of the requestedcomputer solution. This information can be used track usage of theself-support environment as well as the effectiveness of the requestedsolution. The response also can include a request that support personnelbe notified to provide additional assistance in resolving the problem.As described above, the support program 16 provides (block 112)incentives such as awarding a predetermined number of points to the userfor providing feedback.

[0063] The support program 16 determines (block 114) whether the userhas forwarded the selected computer solution to another user. Forexample, the user can forward the solution by sending an Email messagecontaining a reference (hyperlink) to the computer solution to anotheruser. If the user has forwarded the solution, then the program 16 mayprovide (block 116) an incentive for using this feature of the programsuch as awarding points to the user. As part of the incentives feature,the program can enter users into a contest and award a user with a prizefor having a predetermined number points compared to another user or toa threshold number of points.

[0064] The process can then resume to block 100 where it can monitor foruser requests such as queries for a computer solution. The processdiscussed above also can provide a web page that includes informationsuch as user real time network resource information, support personnelcontact information based on the location of the user, computer helpinformation explaining the features of the self-support environment, orother information.

[0065] A number of embodiments of the invention have been described.Nevertheless, it will be understood that various modifications may bemade without departing from the spirit and scope of the invention. Forexample, the techniques described above can be integrated with otherapplications such as a program that restores applications residing on aclient computer to a previous state. Accordingly, other embodiments arewithin the scope of the following claims.

What is claimed is:
 1. A method comprising: providing a list ofselectable computer solutions in a self-support environment, wherein atleast one of the solutions is an automated solution; receiving a requestfrom a client computer for a computer solution from the list; andsending the requested computer solution to the client computer.
 2. Themethod of claim 1 further comprising providing incentives for a clientcomputer to utilize the list.
 3. The method of claim 2, wherein theincentives include awarding points to the client computer for at leastone of accessing the self-support environment, searching for a computersolution from the list, requesting a computer solution from the list,forwarding a computer solution to another client computer, answeringquestions provided by the self-support environment, providing feedbackrelated to the success of the requested computer solution, and awardinga prize to a client computer having a predetermined number of pointscompared to another client computer.
 4. The method of claim 1, whereinthe computer solution includes at least an industry standard solutionand an enterprise specific solution.
 5. The method of claim 1, whereinthe list is based on issues related to the self-support environment. 6.The method of claim 1, further comprising providing a short list ofrelevant computer solutions derived from the list.
 7. The method ofclaim 1, further comprising providing a list of computer solutions basedon the location of the client computer, wherein the location includes ageographic location.
 8. The method of claim 1, further comprisingtracking the usage of the self-support environment based on a responsefrom the client computer, wherein the response indicates the success ofthe requested computer solution.
 9. The method of claim 1, furthercomprising notifying self-support personnel based on a response from theclient computer, wherein the response indicates the success of therequested computer solution.
 10. The method of claim 1, furthercomprising sending to the client computer substantially real timenetwork resource information, wherein the network resource includes atleast an electronic mail server and a network associated with the clientcomputer.
 11. The method of claim 1, further comprising sending to theclient computer support personnel contact information based on thelocation of the client computer, wherein the contact informationincludes a telephone number and an electronic mail address.
 12. Themethod of claim 1, further comprising sending to the client computerhelp information explaining the self-support environment, theinformation includes at least text information, audio information, andvideo information.
 13. An apparatus comprising: a memory; and aprocessor coupled to the memory, wherein the processor is configured to:provide a list of selectable computer solutions in a self-supportenvironment, wherein at least one of the solutions is an automatedsolution, receive a request from a client computer for a computersolution from the list, and send the requested computer solution to theclient computer.
 14. The apparatus of claim 13, wherein the processorfurther configured to provide incentives for a client computer toutilize the list.
 15. The apparatus of claim 14, wherein the incentivesinclude awarding points to the client computer for at least one ofaccessing the self-support environment, searching for a computersolution from the list, requesting a computer solution from the list,forwarding a computer solution to another client computer, answeringquestions provided by the self-support environment, providing feedbackrelated to the success of the requested computer solution, and awardinga client computer with a prize for having a predetermined number ofpoints compared to another client computer.
 16. The apparatus of claim13, wherein the computer solution includes at least an industry standardsolution and an enterprise specific solution.
 17. The apparatus of claim13, wherein the list is based on issues related to the self-supportenvironment.
 18. The apparatus of claim 13, wherein the processorfurther configured to provide a short list of relevant computersolutions derived from the list.
 19. The apparatus of claim 13, whereinthe processor further configured to provide a list of computer solutionsbased on the location of the client computer, wherein the locationincludes a geographic location.
 20. The apparatus of claim 13, whereinthe processor further configured to track the usage of the self-supportenvironment based on a response from the client computer, wherein theresponse indicating the success of the requested computer solution. 21.The apparatus of claim 13, wherein the processor further configured tonotify self-support personnel based on a response from the clientcomputer, wherein the response indicating the success of the requestedcomputer solution.
 22. The apparatus of claim 13, wherein the processorfurther configured to send to the client computer substantially realtime network resource information, wherein the network resource includesat least an electronic mail server and a network associated with theclient computer.
 23. The apparatus of claim 13, wherein the processorfurther configured to send to the client computer support personnelcontact information based on the location of the client computer, thecontact information includes a telephone number and an electronic mailaddress.
 24. The apparatus of claim 13, wherein the processor furtherconfigured to send to the client computer help information explainingthe self-support environment, the information includes at least textinformation, audio information, and video information.
 25. An articlecomprising a computer-readable medium that stores executableinstructions for causing a server computer system to: provide a list ofselectable computer solutions in a self-support environment, wherein atleast one of the solutions is an automated solution; receive a requestfrom a client computer for a computer solution from the list; and sendthe requested computer solution to the client computer.
 26. The articleof claim 25 comprising instructions for causing the server computer toprovide incentives for the client computer to utilize the list.
 27. Thearticle of claim 26, wherein the incentives include instructions forawarding points to the client computer for at least one of accessing theself-support environment, searching for a computer solution from thelist, requesting a computer solution from the list, forwarding acomputer solution to another client computer, answering questionsprovided by the self-support environment, providing feedback related tothe success of the requested computer solution, and awarding a clientcomputer with a prize for having a predetermined number of pointscompared to another client computer.
 28. The article of claim 25,wherein the computer solution includes at least an industry standardsolution and an enterprise specific solution.
 29. The article of claim25, wherein the list is based on issues related to the self-supportenvironment.
 30. The article of claim 25, comprising instructions forcausing the server computer to provide a short list of relevant computersolutions derived from the list.
 31. The article of claim 25, comprisinginstructions for causing the server computer to provide a list ofcomputer solutions based on the location of the client computer, whereinthe location includes a geographic location.
 32. The article of claim25, comprising instructions for causing the server computer to track theusage of the self-support environment based on a response from theclient computer, wherein the response indicating the success of therequested computer solution.
 33. The article of claim 25, comprisinginstructions for causing the server computer to notify self-supportpersonnel based on a response from the client computer, wherein theresponse indicating the success of the requested computer solution. 34.The article of claim 25, comprising instructions for causing the servercomputer to send to the client computer substantially real time networkresource information, wherein the network resource includes at least anelectronic mail server and a network associated with the computer. 35.The article of claim 25, comprising instructions for causing the servercomputer to send to the client computer support personnel contactinformation based on the location of the client computer, the contactinformation includes a telephone number and an electronic mail address.36. The article of claim 25, comprising instructions for causing theserver computer to send to the client computer help informationexplaining the self-support environment, the information includes atleast text information, audio information, and video information.
 37. Amethod comprising: providing an incentive for a client computer toutilize a self-support environment.
 38. The method of claim 37, furthercomprising processing a request from the client computer for a computersolution from a list of selectable computer solutions, wherein at leastone of the solutions is an automated solution.
 39. The method of claim38, wherein the incentive includes awarding points to the clientcomputer for at least one of searching for a computer solution from thelist, requesting a computer solution from the list, forwarding acomputer solution to another client computer, and providing feedbackrelated to the success of the requested computer solution.
 40. Themethod of claim 37, wherein the incentive includes awarding points tothe client computer for at least one of accessing the self-supportenvironment, answering questions provided by the self-supportenvironment, and awarding a prize to a client computer having apredetermined number of points compared to another client computer. 41.An apparatus comprising: a memory; and a processor coupled to thememory, wherein the processor is configured to: provide an incentive fora client computer to utilize a self-support environment.
 42. Theapparatus of claim 41, wherein the processor further configured toprocess a request from the client computer for a computer solution froma list of selectable computer solutions, wherein at least one of thesolutions is an automated solution.
 43. The apparatus of claim 42,wherein the incentive includes awarding points to the client computerfor at least one of searching for a computer solution from the list,requesting a computer solution from the list, forwarding a computersolution to another client computer, and providing feedback related tothe success of the requested computer solution.
 44. The apparatus ofclaim 41, wherein the incentive includes awarding points to the clientcomputer for at least one of accessing the self-support environment,answering questions provided by the self-support environment, andawarding a prize to a client computer having a predetermined number ofpoints compared to another client computer.
 45. An article comprising acomputer-readable medium that stores executable instructions for causinga server computer system to: provide an incentive for a client computerto utilize a self-support environment.
 46. The article of claim 45,comprising instructions for causing the server computer to process arequest from the client computer for a computer solution from a list ofselectable computer solutions, wherein at least one of the solutions isan automated solution.
 47. The article of claim 46, wherein theincentive includes awarding points to the client computer for at leastone of searching for a computer solution from the list, requesting acomputer solution from the list, forwarding a computer solution toanother client computer, and providing feedback related to the successof the requested computer solution.
 48. The article of claim 45, whereinthe incentive includes awarding points to the client computer for atleast one of accessing the self-support environment, answering questionsprovided by the self-support environment, and awarding a prize to aclient computer having a predetermined number of points compared toanother client computer.